University College London Hospitals NHS Trust (UCLH) has installed an advanced communications infrastructure that will control most of the 1.2 million plus calls received every month.
The new call management system built on Telewest Business’ SRS Advanced Solutions has enabled UCLH to launch a single ‘0845’ contact number to control incoming voice traffic.
Calls to the trust were previously handled by multi-site contact centres with independent switchboards, the majority of which will now be located under one roof.
Telewest says the system will help UCLH reduce call handling inefficiencies and minimise caller frustrations by ensuring calls are accurately routed to the right department. Previously, it was common for a caller ringing the wrong number to be asked to redial.
George Hodson, the trust’s telecoms manager, commented: “Handling the millions of calls we get at UCLH is a complex challenge and the resilience of our communications infrastructure had to be guaranteed. Telewest Business has been able to provide us with a secure and flexible virtual telephony solution which means we don’t have to pay for costly equipment. These savings can be invested back into the NHS.”
Less complex enquiries received by UCLH will be handled through Telewest’s SRS Advanced Solutions services that can be updated and managed centrally. This includes providing callers with information on hospital location and giving them the facility to bleep a member of staff directly or book an out-patient appointment.
During a major incident, announcements can be uploaded and back-up plans can be activated quickly, freeing up contact centre staff to deal with more complex public enquiries. UCLH’s new flagship teaching hospital on Euston Road was one of centres that cared for people injured in the 7 July bombings in capital.
Other hospitals managed by the trust, apart from the eponymous University College London Hospital, include the Royal London Homoeopathic Hospital, the Elizabeth Garrett Anderson and Obstetric Hospital and the Hospital for Tropical Diseases.